PENGARUH RESPONSIVENESS DAN RELIABILITY TERHADAP CONSUMERS SATISFACTION DI RAMEN AA KOTA BANDUNG

Muhammad Rojali, - (2017) PENGARUH RESPONSIVENESS DAN RELIABILITY TERHADAP CONSUMERS SATISFACTION DI RAMEN AA KOTA BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.

	Text S_MIK_1300464_Title.pdf Download (171kB)
	Text S_MIK_1300464_Abstract.pdf Download (108kB)
	Text S_MIK_1300464_Table_of_content.pdf Download (223kB)
	Text S_MIK_1300464_Chapter1.pdf Download (363kB)
	Text S_MIK_1300464_Chapter2.pdf Restricted to Staf Perpustakaan Download (743kB)
	Text S_MIK_1300464_Chapter3.pdf Download (392kB)
	Text S_MIK_1300464_Chapter4.pdf Restricted to Staf Perpustakaan Download (955kB)
	Text S_MIK_1300464_Chapter5.pdf Download (129kB)
	Text S_MIK_1300464_Bibliography.pdf Download (127kB)
	Text S_MIK_1300464_Appendix.pdf Restricted to Staf Perpustakaan Download (1MB)

Abstract

Jumlah restoran di Kota Bandung dari tahun ke tahun semakin meningkat seperti data yang diungkapkan oleh Dinas Pariwisata dan Kebudayaan Provinsi Jawa Barat tahun 2017. Hal ini berdampak pada persaingan antar restoran yang semakin meningkat. Consumer Satisfactions merupakan salah satu masalah yang sering timbul di industri restoran. Consumer Satisfactions pula merupakan salah satu masalah yang mulai timbul di Ramen AA, terbukti dengan menurunnya total penjualan menu pertahun dimulai dari tahun 2014 dan berlanjut sampai 2016. Berdasarkan hasil pengamatan masalah yang timbul melalui analisis jenis komplain konsumen, masalah bearada pada kualitas pelayanan dimensi Responsiveness dan Reliability. Solusi untuk Ramen AA adalah dengan meningkatkan kualitas dari Responsiveness dan Reliability dari pelayanan. Penelitian ini bertujuan untuk mengetahui pengaruh Responsiveness dan Reliability terhadap Consumer Satisfactions di Ramen AA Kota Bandung. Jenis penelitian yang dilakukan adalah deskriptif verifikatif, dan metode yang digunakan adalah explanatory survey dengan teknik sampling incidental sebanyak 100 responden. Teknik analisis yang digunakan adalah path analysis dengan bantuan software komputer SPSS 22.0 for windows. Hasil temuan dalam penelitian ini menunjukkan bahwa gambaran Responsiveness dalam kategori cukup bagus, gambaran Reliability dalam kategori cukup dan bagus, gambaran Consumer Satisfactions dalam taraf sedang. Consumer Satisfaction dipengaruhi oleh Responsiveness dan Reliability. Responsiveness dan Reliability perlu diperhatikan lebih lanjut oleh Ramen AA dalam meningkatkan penjualan dan pendapatannya.;---The total of restaurant in Bandung city increase every year, regarding to the data by Department of Tourism and Culture of West Java Province in 2017. This impact on competitions among restaurants is increasing. Consumer Satisfactions is one of the problems that often arise in the restaurant industry. Consumer Satisfactions is also one of the problems that began to arise in Ramen AA, as evidenced by the decline in total menu sales per year starting from 2014 and continues until 2016. Based on the observation of problems that continue through the analysis of consumer complaints, the major problem is on service quality dimensions Responsiveness and Reliability. The solution for Ramen AA is by improving the quality of Responsiveness and Reliability of services. This study aims to determine the influence of Responsiveness and Reliability toward Consumer Satisfactions in Ramen AA Bandung City. The type of research conducted is descriptive verification, and the method used is explanatory survey with incidental sampling techniques as much as 100 respondents. The analysis technique used is path analysis with the help of computer software SPSS 22.0 for windows. The research study findings that the descriptions of Responsiveness and Reliability is on adequate category. The descriptions of Responsiveness is adequate, the descriptions of Reliability is adequate, the descriptions of Consumer Satisfactions in the medium level. Consumer Satisfactions influenced by Responsiveness and Reliability. Responsiveness and Reliability need to be considered further by Ramen AA to increasing its sales and revenue.

Item Type:	Thesis (S1)
Additional Information:	No. Panggil : S MIK MUH p-2018; NIM : 1307686; Pembimbing : I. Dian Herdiana Utama II. Masharyono
Uncontrolled Keywords:	Responsiveness, Reliability, Service Quality, Consumer Satisfactions, Company Profitability, Responsiveness, Reliability, Service Quality, Consumer Satisfactions, Company Profitability.
Subjects:	H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management
Divisions:	Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Industri Katering
Depositing User:	Zahra
Date Deposited:	13 Feb 2020 07:57
Last Modified:	13 Feb 2020 07:57
URI:	http://repository.upi.edu/id/eprint/45284

Actions (login required)

View Item